Jesse Litt

Resourceful IT professional with 15+ years of client-facing technical support experience. Proven expertise in diagnosing hardware, software, and network issues, managing help desk operations, and deploying Windows environments. Adept at remote troubleshooting, user onboarding, and IT asset management, ensuring seamless technical service and optimized system functionality across diverse enterprise settings

Help Desk Lead at Glencore Canada (2017-07 – Present)

IT Support and Systems Specialist with extensive experience supporting Office 365, Teams, OneDrive, Azure Active Directory, SCCM, and remote support tools including LogMeIn Rescue, Bomgar, and Goverlan. Skilled in configuring Cisco IP phones, deploying software and security patches, packaging and whitelisting applications, and setting up workstations, laptops, and peripherals. Known for resolving complex desktop, hardware, and application issues, maintaining accurate IT asset inventory, and creating clear documentation, while also delivering training, mentoring junior technicians, and improving security through VPN and multi-factor authentication solutions.

• Reduced onboarding time by 80% by supporting administrative staff in creating detailed, accurate tickets for help desk technicians to provision Active Directory accounts and configure laptops and desktops; proactively prepared basic imaged laptops for emergency replacements
• Revamped the print server following an office relocation from three floors to one floor, organizing network printers by floor and standardizing printer names to match the print server, which simplified printer mapping for users and the help desk technicians
• Maintained call center applications and optimized deployment procedures, boosting laptop imaging and application installation efficiency by 90%
• Partnered with vendors and service providers to source equipment and resolve warranty claims for laptops and network printers, including warranty-covered hardware replacements; coordinated mobile device procurement with Bell Mobility, ensuring timely iPhone deployment and SIM card provisioning for end users. Reduced equipment downtime by 60%
• Collaborated closely with network engineering and infrastructure teams to proactively identify, assess, and mitigate potential security risks, enhancing risk detection accuracy by 90%
• Reorganized the IT room to improve technician efficiency, accelerate user support, and simplify low-inventory identification; organized cable adapters and boardroom connectivity equipment to ensure reliable meeting-room support and reduced meeting-room downtime by 90%
• Assisted project planning meetings to provide input on technical requirements and guide implementation efforts, offering technical perspective to support effective planning, execution, and alignment with project goals while leading help desk technicians through project-related tasks.

It Support Analyst at Yellow Pages (2015-05 – 2017-06)

Results-driven IT Support Specialist with extensive experience resolving hardware, software, and access issues for users in enterprise environments. Proficient in Remedy ticketing, SCCM, Active Directory, Windows Server, Citrix, macOS imaging, Cisco IP phone support, and Microsoft Office applications. Known for improving procedures, supporting onboarding/offboarding, and delivering responsive, customer-focused technical support.

• Diagnosed and escalated a persistent office-wide connectivity issue that had remained unresolved before my arrival, restoring business-critical access to internal resources the same day and eliminating downtime entirely

Deployment Engineer / Business System Analyst at RBC Capital Markets (2015-03 – 2015-05)

Desktop Support / Deployment Specialist with experience supporting enterprise Windows migrations, including Windows XP to Windows 7 rollouts using SCCM and Software Center. Skilled in preparing and refreshing trading floor and UAT machines, building application profiles, performing user data migrations, and delivering white-glove support to executives and end users through desk-side, remote, phone, and email support.

Desktop Deployment Analyst at CIBC (2014-03 – 2015-02)

Results-driven Desktop Support and Command Center Team Lead with hands-on experience overseeing enterprise refresh projects, supporting nightly deployments, and resolving post-migration issues. Adept at using ServiceNow, SCCM, and OSD tools, while partnering with technical teams to ensure smooth cutovers, high-quality customer support, and continuous process improvement.

Technical Analyst at CIBC (2014-03 – 2015-02)

• Led a team of four to upgrade over 600 PCs and laptops for a Windows 7 rollout by increasing RAM from 2GB to 4GB, coordinating with offsite users, documenting all work in SharePoint, and identifying reassigned devices to keep deployment data accurate.

Global Escalations Technical Support Engineer Tier III at Microsoft (2013-05 – 2014-03)

Technical Support Specialist with experience providing premium-tier support for Microsoft customers through phone, email, and remote troubleshooting. Skilled in ticket management, SLA-based case handling, Windows and Microsoft Office support, issue research and resolution, backup and recovery, malware and security mitigation, vendor coordination, and cross-functional communication.

Diploma in Network Engineer – triOS College (2009-09 – 2010-12)

PhD – University of Western Ontario (1999-05 – 2004-04)

Master of Science – University of Western Ontario (1997 – 1999-04)

Bachelor of Science – York University (1993 – 1997-04)